Job Description

As Customer Success Team Lead, you will be responsible for our Enterprise Customer Portfolio, ensuring team target achievement whilst establishing efficient processes in line with our Customer Success Vision.

Your responsibilities

• You lead and develop a team of (Sr.) Customer Success Managers, fostering a collaborative and high-performance culture.
• You are responsible for the entire employee journey of your team, i.e. hiring, onboarding, performance management, personnel development
• You provide mentorship and guidance to the team, set performance goals, monitor team metrics, and provide regular feedback to ensure continuous improvement.
• You act as a point of escalation for customer issues and concerns, ensuring timely resolution and maintaining high levels of customer satisfaction.
• You execute strategies to ensure customer satisfaction and retention and drive growth within our Enterprise accounts.
• You continuously optimize processes throughout the entire customer journey for improvement within the team and customer accounts.
• You collaborate cross-functionally e.g. with Sales, Product Development & GTM Ops to advocate for customer needs and align with company objectives.
• You analyze data and metrics to identify trends, opportunities for growth, and expansion within existing accounts.
• You provide insights into team performance, customer feedback, and the overall health of the Enterprise customer segment.

What you need to succeed

• You have at least 2 years of relevant experience in a leadership or managerial position.
• You are a proven expert in the B2B environment with a strong customer-centric mindset (ideally experienced in managing enterprise-level accounts).
• You have strong leadership and team management skills building and motivating high-performing teams.
• You have excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
• You have an analytical mindset being able to interpret data and make data-driven decisions.
• You have the demonstrated ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
• You have a strategic mindset with the ability to see the big picture and translate it into actionable plans.
• You have experience in setting up and optimizing processes and structures in Customer Success
• You have a very good command of written and spoken German and English

Our offer to you 

• We’re working in hybrid mode offering you flexibility to work onsite and from home
• WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
• Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
• Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
• A free Urban Sports Club L Pro Membership

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).